Comments and messages
One account at a time: its published posts, the comments and direct messages waiting on a reply, and a log of what an automatic responder already handled.
/brands/{brand}/social/engagementAnyone with access to the brand can work the queues. Connecting and disconnecting need Manager or Owner.
How it is organised
An account switcher at the top, then four sections. The switcher decides which account everything below refers to, and it shows how much work is waiting on each.
| Section | What it holds |
|---|---|
| Posts | Published posts, newest first. A row expands to show its comments, where you can reply directly. |
| Comments | Comments with a drafted reply waiting for approval, grouped by post. |
| Messages | The direct message inbox, with a needs-review filter. |
| Automatic | A log of what an automatic responder sent, drafted or failed to send. |
A greyed section says why on hover: either the platform does not support it, or the account is not connected yet.
Replying
A comment with a drafted reply shows Review suggestion instead of Reply. Either way the box is yours to edit before anything is sent.
| Action | What it does |
|---|---|
| Approve and send | Sends the reply, including any edits you made, to the platform. |
| Regenerate | Asks for a fresh draft of the same reply. The first few are free per suggestion, after which it costs a credit and the button says so. |
| Reject | Discards the draft without sending. The comment stays open for a human rather than being marked answered. |
| Approve and send all | Sends every pending suggestion across every post, one at a time, using each one's current text. |
In a reply box, Ctrl or Cmd with Enter sends, and Escape cancels.
Keyword rules
Rules on a post row sets up automatic replies for that post when a comment contains particular words.
| Setting | What it decides |
|---|---|
| Words or phrases | The rule fires when a comment contains any of them. |
| Match | Anywhere in the comment, or the whole comment exactly. |
| Respond via | A public reply, a direct message, or both. |
| How it sends | Automatically, held for approval, or off. Risky comments are held for review either way. |
Reply templates take tokens for the commenter's name, their handle and their comment, with a live preview underneath.
Below the rules, two instructions apply when no rule matches: how replies should read, and when to escalate to a human instead of answering.
Worth knowing
A direct message has a 24 hour window in which the platform allows a reply. The overview flags one about to close as Expiring.
The comment thread on a post has its own refresh, for pulling in something posted seconds ago rather than waiting for the next sync.
A customer's photo on a message or a Facebook comment is captured and shown. Instagram comments are text only, by Instagram's rules.